Genesys WFM
WFM (Workforce Management) is a SaaS HR software developed by Genesys, and used by HR managers at contact centres in companies such as Emirates, PayPal, Sky, or Vodafone. It accurately forecasts, schedules, and tracks the performance of employees, informing correct staffing requirements.
My responsibilities included conducting in-depth interview with subject matter experts, working with the previous software, suggest improvements to the user experience, information architecture, sketching and wireframing, interaction, and visual design. Features I worked on include Dashboard, Forecast, Schedule, Calendar, and Finder.
Phase 1: In-depth interviews
I conducted user research interviews with colleagues to understand how they use Genesys WFM, uncovering key needs, pain points, and opportunities to improve features like Forecast, Schedule, and Dashboard.
Phase 2: Wireframes
Dashboard
HR managers can create multiple dashboards that provide an overview of the relevant metrics.
Forecast
By gathering and processing historical data, the software can predict future staff requirements.
Schedule
HR managers will use this tool to schedule contact center agents.
Finder
A simple and easy-to-use interface to manage files.
